Unlocking RPA potential: understanding the use of Robotic Process Automation by finance employees

Abstract

We examine the factors influencing the extent to which finance employees of an accounting and transactions unit utilize Robotic Process Automation (RPA) in a large industrial firm. We identify the challenges in motivating employees to request RPA support and to use robots. Employees are reluctant to seek RPA support from a dedicated support team when they see no benefits, doubt the quality, lack time, are not incentivized, or fear an impact on their jobs. On the other hand, users of RPA experience direct benefits in their daily work and are positive about the interaction with the RPA developers. Improving the use of RPA involves demonstrating how robots enhance employees’ job effectiveness, alleviating concerns about job loss.